In a brightly lit conference room, a familiar scene unfolds as a customer experience task force convenes to chart a course for the year, and a senior executive confidently proposes a target that sounds both ambitious and achievable: a three percent increase in customer satisfaction. The number hangs in the air, seemingly born of boardroom intuition rather than empirical analysis,
A significant portion of the modern workforce possesses unique cognitive talents that remain largely untapped, hidden behind a staggering 75% non-disclosure rate among neurodiverse employees. This reality points to a vast, invisible talent pool and a critical gap in corporate inclusion strategies. As organizations evolve beyond traditional diversity metrics focused on race and gender, the conversation is shifting toward embracing
The most critical moment in the customer journey is not the click of a ‘buy’ button, but the often-silent and uncertain period that follows the product’s arrival at their doorstep. In this space, excitement can quickly turn to frustration, and a promising new customer relationship can dissolve before it truly begins. For too long, brands selling physical goods have perfected
An automated process that has run flawlessly for years suddenly grinds to a halt, displaying an unexpected prompt that demands human intervention and disrupts an otherwise seamless workflow. This scenario is becoming increasingly common for system administrators and IT professionals. The cause is not an error or a bug but a deliberate security enhancement introduced by Microsoft for Windows PowerShell
With a deep background in applying advanced technologies like artificial intelligence and blockchain to solve complex security challenges, Dominic Jainy has become a leading voice in the discussion around supply chain integrity. We sat down with him to dissect the UK’s new NCSC playbook, a government-led initiative aimed at hardening the country’s business ecosystem from the ground up. Our conversation
Artificial Intelligence is fundamentally reshaping the landscape of customer service, promising a future of unparalleled efficiency and scalability, yet its true power is unlocked not by replacing humans, but by augmenting them. This article explores the rise of the Human-in-the-Loop (HITL) model, a defining trend that strategically balances the computational power of AI with the irreplaceable value of human empathy
The long-reigning era of the single customer experience metric is officially over, as businesses awaken to the provocative reality that the one number many have sworn by—the Net Promoter Score (NPS)—has become an obsolete indicator of true customer health. Gartner’s pivotal prediction has now materialized; the landscape is littered with organizations that have abandoned NPS, recognizing the profound urgency to
The Dawn of a New CX Paradigm The era of scattered artificial intelligence experimentation in customer experience (CX) is drawing to a close. For years, businesses have layered chatbots, analytics tools, and automation into their operations, often with mixed results. A critical inflection point is now approaching, heralding a new paradigm defined by “agentic CX”—a world where autonomous, context-aware AI
With a deep background in MarTech, CRM technology, and customer data platforms, Aisha Amaira has built a career on a simple but powerful premise: technology is only as good as the human curiosity that drives it. She joins us to discuss a philosophy that challenges companies to move beyond the shallow metrics of “Voice of the Customer” programs. Our conversation
A recently uncovered chain of five critical vulnerabilities in Fluent Bit, an open-source logging agent with over 15 billion deployments, has created a cascading security risk threatening the stability and integrity of the global cloud ecosystem. This widely adopted tool is a cornerstone of modern cloud-native environments, responsible for collecting, processing, and forwarding telemetry data across essential services, including major
The rapid integration of artificial intelligence into the corporate workspace, heralded as the next great leap in productivity, carries a profound and largely unexamined security risk that threatens to turn these powerful tools against the very organizations they are meant to serve. A recently discovered vulnerability within Anthropic’s Claude Skills feature demonstrates how an architecture designed for convenience can be
The cybersecurity industry is currently in the midst of a seismic shift, with a flurry of high-profile acquisitions in late 2025 redrawing the competitive landscape and signaling a new era of integrated, intelligent defense. Far from being simple corporate takeovers, these strategic moves are driven by a singular imperative: the urgent need to embed artificial intelligence and advanced automation deep
